IT Infrastructure Library (ITIL)

The Central Computer and Telecommunications agency (CCTA) based in the United Kingdom developed the Government Information Technology Infrastructure Management framework during the serious economic downtown in the late 1980’s to reduce costs and to better manage IT service delivery (Sallé, 2004). According to Cater-steel (2006) the Office of Government Commerce (OGC) manages the ITIL framework, which is an independent office of the UK Treasury.
ITIL is the most widely accepted approach to IT Service Management, ITIL also has an integrated approach required by the ISO/IEC 20000 that is based on BS 15000, which was adopted by an ISO member during December 2005. As suggested by Praeg and Schnabel (2006) the IT-service management framework consists of four levels: strategic, business process, IT-service, and tools. ITIL has two different set of components: service delivery, service support, we will focus on the adoption of the service support levels as shown below in table1.
Table1 Description of core ITIL components (adapted from OGC 2006)